What to do if your app is crashing

Quick Fixes (Try These First)

Device Optimization Checks

These steps help ensure your device is running optimally for the app.

• Check Storage Space: Insufficient free storage often leads to app instability and crashes. Verify you have ample free space on your device. Delete any unnecessary files, media, or old apps.
• Clear App Cache (Android Only): If you are using an Android device, clearing the app's cache can resolve data-related conflicts. Go to Settings $\rightarrow$ Apps or Application Manager, find the Vida app, and tap Clear Cache.

Still Crashing? Contact Support

If you have tried all the steps above and the app continues to crash, we need your help to quickly diagnose the problem. Please provide the following information when you contact us at support@vida.com.

Critical Information to Include

• Platform & Model: Are you using iOS (iPhone) or Android? What is your phone model (e.g., iPhone 15, Samsung Galaxy S24)?
• Software Version: What is your current OS version?
• Crash Context: What were you doing specifically when the app crashed? (e.g., logging food, starting a session, viewing a video).
• System Status:
  • Do you use Low Battery Mode?
  • Approximately how many other apps do you typically have open?
  • How much storage is available on your device?
• Modified Settings: List any accessibility features you have turned on or any modified device settings.
• Screenshots/Logs:
  • A screenshot of your Vida settings page.
  • If possible, provide crash or event logs from Settings >Privacy >Analytics >Analytics Data (iOS path).

Information Needed to Resolve Your Android Crash

1. Can you confirm your Android device (e.g., Samsung Galaxy S24) and current OS version?
2. Can you confirm your phone carrier (e.g., Verizon, T-Mobile, AT&T)?
3. Can you tell me if you have any accessibility features or settings turned on or modified from the default setting?
4. Do you usually turn on Battery Saver Mode (or an equivalent setting) when using your phone?
5. On average, can you tell me how many other apps you have open at the same time?
6. Can you open your Settings app and scroll down to Vida and take a screenshot of your settings page and send it to us?
7. Can you tell me how much available storage your device has?
8. Were there any specific behaviors you might have been doing within the Vida app at the time of the crash?

Note on Android Logs: Unlike iOS, Android does not typically make crash logs easily accessible to users via a standard settings menu. Providing the information above is the most crucial step.

Once again, Thank you for your patience and your assistance in helping us troubleshoot this issue. I do believe that with this information we will be able to pinpoint the remaining problems and significantly improve your experience with our app.